David, I am a very new user but even still, I feel your pain. Seems to me that unless it can be shown that some action of yours caused the problem, APH should either move your unit to the front of the repair line or, if they cannot fix the problem, replace your unit. The real problem could come down to "he said/she said"--the problem happens when you try to use the unit but not when Pamela or someone else does (just like the pain that goes away as soon as you step into the doctor's office.) By the way, is the unit being shipped "Free Matter (or appliance) for the Blind" and, if not, are you absorbing the shipping costs? Best of Luck, Michael